One of the prominent retailer of power, tools, and machinery in North America faced a significant challenge in their customer service due to a complex business process. The company relied on a robust combination of modern solutions, including a point-of-sale (POS) system, Enterprise Resource Planning (ERP) software, and various internal systems. However, the main issue stemmed from these systems operating through multi-step processes and containing duplicative and outdated data. This resulted in inconsistencies in back office operations and prolonged order fulfillment timelines.
Recognizing the need for an improved approach, the primary objective became clear: to establish a more efficient workflow by integrating the existing systems, creating a centralized source of truth for data, and optimizing the overall system workflow.
Results
Reviewing the current workflow and systems
In this initial phase, the team would thoroughly assess the existing business processes, technologies, and systems in place. This involved closely observing how various units and departments interacted with each other and the tools they utilized. The goal was to gain a comprehensive understanding of the strengths and weaknesses of the current workflow and identify pain points that needed to be addressed.
Working onsite with the team
To ensure a deep understanding of the company’s operations and challenges, the team likely collaborated closely with employees and stakeholders on-site. This hands-on approach allowed them to engage in discussions, interviews, and workshops with key personnel, encouraging open communication and enabling the team to collect valuable insights directly from those involved in day-to-day activities.
Developing an integrated digital experience
Based on the insights gained from the review and onsite collaboration, the team would proceed to design and develop an integrated digital experience. This involved leveraging technology solutions to streamline processes and enhance overall efficiency. The integration of different units and systems aimed to create a seamless experience for both internal staff and external customers.
Delivering results within 3 months
A key objective of this initiative was to achieve tangible results in a relatively short timeframe. Within three months, the team would implement the initial phase of improvements and enhancements. These early wins served as a proof of concept and demonstrated the potential benefits of the integrated digital experience to the company’s stakeholders.
Building out shared services and workflows
Once the initial integrated digital experience was successfully established, the team would expand its scope to include shared services and workflows. This meant identifying common tasks or processes that could be centralized and standardized across different units, fostering consistency and efficiency throughout the organization.
Creating one source of truth for data
Data accuracy and consistency were critical for informed decision-making and reliable reporting. As part of the transformation, the team would work on establishing a single, authoritative source of truth for data across the organization. This centralization aimed to eliminate data discrepancies and ensure that all stakeholders had access to reliable and up-to-date information.
Applying rules for automated decision-making
To further optimize operations and reduce manual interventions, the team would implement rule-based automation. By defining and applying specific rules, certain decisions and processes could be automated, reducing the risk of human errors and expediting the overall workflow. This step could extend to various lines of business, improving efficiency across the company.
Overall, this comprehensive approach allowed the company to address complexities in their existing workflow, integrate systems for better collaboration, establish a centralized data source, and automate decision-making where possible. The iterative nature of the process allowed for continuous improvements and ensured that the organization could adapt to changing needs and evolving technology
